This policy explains your right to cancel a gift voucher order and how we handle refunds.
Your right to cancel
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your voucher to change your mind and request a refund, with no need to give a reason.
To exercise this right, please email info@foxatwalton.com with your order number before the 14 days are up. Where you’ve already received a physical voucher, please return it to us at the address below in saleable condition. We’ll cover return postage if the voucher is faulty or sent in error; otherwise the cost of return is yours.
Return address:
Ivy House Pub Co Ltd
The Fox at Walton
Hall Park Road, Walton
Wetherby LS23 7DQ
Once a voucher has been used
If a voucher has been partly or fully redeemed against a bill in the pub, the value used is non-refundable. Any remaining balance can still be used on a future visit within the original 12-month validity window.
Faulty, damaged or undelivered vouchers
If your voucher arrives damaged, hasn’t arrived after 10 working days, or there’s been a mistake with the order, please get in touch as soon as you can and we’ll put it right — either by issuing a replacement at no extra cost or giving you a full refund, whichever you’d prefer.
How refunds are issued
Refunds are processed back to the original payment method through Stripe within 5 working days of us receiving the returned voucher (or sooner if no return is required). Depending on your bank, it may then take a further 3–5 working days for the money to appear in your account.
Lost or stolen vouchers
Vouchers are treated like cash. We unfortunately cannot replace vouchers that have been lost, stolen or destroyed after delivery.
Restaurant and room bookings
Cancellation and refund policies for table bookings and room stays are handled through ResDiary and Smoobu respectively, and the specific terms are shown to you at the point of booking. Please refer to the confirmation email you received, or contact us directly for help.
Statutory rights
Nothing in this policy affects your statutory rights as a consumer.
Get in touch
Questions about a refund? Email info@foxatwalton.com or call 01937 842 192.